Customer Experience Team Lead

Customer Experience Lead

Customer Service Leads are responsible for staff training, team communications, staff auditing/performance, and assistance to the Supervisor/Manager with project management. In addition, a lead will provide secondary support for inbound, and escalated inquiries processing transactions as needed. Leads are responsible to assist in oversight of team member order processing, order auditing, and resolution of issues that may prevent orders from shipping. In addition, leads may be required to work offsite and travel on a limited basis. Under general supervision, processes customer requests related to product programs in a timely, accurate and professional manner. Fosters the growth and customer relationships by creating positive customer and team interactions and building strong relationships. The employee must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Qualifications

• Minimum one to two (1-2) years experience leading people in a customer service or customer facing environment and/or as a resource, subject matter expert, or related position.
• A positive leader with proven ability in teaching, facilitation, and creative problem solving.
• Effective communication skills (presentation, document writing, coaching).
• Excellent time management skills.
• Ability to help assess organizational training/team needs.
• Ability to independently manage multiple, competing priorities while maintaining excellence in communication and customer service.
• Perform accurate and complete work, within deadlines, with or without direct supervision.
• Ability to take initiative and make decisions.
• Possess excellent skills with MS Office (Word, PowerPoint, Outlook, and Excel).
• SAP, ERP, or Business Systems experience preferred.
• Possess solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, facilitation, and cooperative learning) and tools/technology is preferred.
• Ability to learn and adapt to new technologies and changing processes.
• Bachelor's degree or equivalent experience in Business or related field.
• Medical Device or Pharmaceutical experience strongly preferred.

Education

• University degree or equivalent combination of education and experience required. Typically requires 2-4 years' experience.

Additional Information

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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Pay Range:

$ 23.8 - 43 USD

USD

Where We Work

Role is exclusively performed at a site or office and onsite presence is required. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.